Lost bag - poor service trying to find it - not sure what to do next?
Jan 1, 2010, 3:09 pm
#1
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Lost bag - poor service trying to find it - not sure what to do next?
Mrs. u2vox's bag has been lost now for 72 hours. Pretty sure we know what happened - was scanned onto our initial flight, but never scanned off when we connected in ORD. Most likely, the tag was ripped off and the bag is now sitting in tagless bag purgatory. Repeated calls to the 1K baggage service have been cordial, but completely ineffective. The reps claim they keep calling the "bag" folks in ORD, but no one answers. They fax them and no one answers the faxes as well. I have no confirmation that it is there or not either way. Most recently they told me that they have about 1000 tagless bags at ORD right now, and ONE person trying to match them up with the descriptions provided. I'm guessing it's just sitting there and waiting to be found, but at this point all bets are off. I know I'm not unique in my situation, but the lack of priority they seem to be putting on finding the bag feels completely unacceptable, especially for a 1K (bad checked under my name as we were traveling together).
My wife is, to say the least, none too thrilled, as many of her daily nice work clothes, shoes, gym shoes, makeup, etc. were in that bag. I'm considering flying there myself to demand being taken into the tagless baggage area to find it, probably within minutes. Frankly, that would probably save us time and money if it gets to the point where we're filing claims, etc. Anyone ever done similar? Any other suggestions? Many thanks.
My wife is, to say the least, none too thrilled, as many of her daily nice work clothes, shoes, gym shoes, makeup, etc. were in that bag. I'm considering flying there myself to demand being taken into the tagless baggage area to find it, probably within minutes. Frankly, that would probably save us time and money if it gets to the point where we're filing claims, etc. Anyone ever done similar? Any other suggestions? Many thanks.
Jan 1, 2010, 4:53 pm
#2
Join Date: Apr 2004
Location: Central Virginia
Programs: UA 2MM
Posts: 1,231
Only had a delayed bag (more than 72 hours)twice. Both times United baggage(at ORD) open my bag and located my business card inside with an address. I do believe you will get your suit case if there is an address inside. If not, I'm afraid your bag may be heading to the Unclaimed Baggage Center in Alabama.
Last edited by Doug 1029; Jan 1, 2010 at 4:54 pm Reason: add word
Jan 1, 2010, 9:50 pm
#3
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Just did some searching on the center in Alabama... very interesting stuff. It also looks like United is bound to hold onto bags for 90 days before sending them there, from additional searching.
I would love to know if anyone has any ideas on getting access to the bag purgatory at ORD. I'm really thinking about flying there and seeing how far polite but insistent requesting can get me. My wife lost a large portion of very nice, expensive clothes, shoes, etc. as a result of this (she used to work for Ralph Lauren), easily into the 5K+ range when said and done. If the bag is just sitting there, which it seems is likely, it would be worth my time and money if there were any glimmers of hope that it might work...
I would love to know if anyone has any ideas on getting access to the bag purgatory at ORD. I'm really thinking about flying there and seeing how far polite but insistent requesting can get me. My wife lost a large portion of very nice, expensive clothes, shoes, etc. as a result of this (she used to work for Ralph Lauren), easily into the 5K+ range when said and done. If the bag is just sitting there, which it seems is likely, it would be worth my time and money if there were any glimmers of hope that it might work...
Jan 1, 2010, 10:13 pm
#4
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Probably the absolute last thing they want if they only have one person working there is to have somebody going through the bags, opening the can of works to others to come and check the bags. You aren't even sure it's there, it could have fallen off after it was scanned on at your first airport and is lying on the ground there or something.
I am betting you will get to the counter there and explain there is no way they are letting you anywhere near the bags. I would start filling out the claim forms to be ready to file them.
I am betting you will get to the counter there and explain there is no way they are letting you anywhere near the bags. I would start filling out the claim forms to be ready to file them.
Jan 1, 2010, 10:27 pm
#5
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Of course you want to try anything to recover your property but customer access is not a workable approach.
Jan 1, 2010, 10:28 pm
#6
Join Date: Nov 2001
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I'm fairly sure that you or Mr. u2vox filed a claim when arriving at your destination, then contacted the 1k baggage services to follow up, but if you didn't file a claim, file one. Then, be prepared for documentation/paperwork for the longer claim form (which I believe kicks in at the 5 day mark, someone can correct me if I'm wrong), as poster cordelli mentioned.
Another idea is to file a complaint with United through the feedback form and see if they will route you to someone who is willing to talk to you on the phone to help, and possibly help expedite with compensation. This worked for me once several years ago and to some extent more recently. Good luck!
Another idea is to file a complaint with United through the feedback form and see if they will route you to someone who is willing to talk to you on the phone to help, and possibly help expedite with compensation. This worked for me once several years ago and to some extent more recently. Good luck!
Jan 2, 2010, 6:10 am
#7
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You could fly to ORD and demand to be taken to the bag room. It would be a trip in vain. 
But you would get the miles.
But you would get the miles.
Jan 2, 2010, 8:23 am
#8
Join Date: Apr 2007
Location: IAD
Programs: united, american, alaska
Posts: 1,782
Not exactly an identical situation, but BA did let me into the baggage purgatory at LHR when they lost a bag of mine. (The difference is I had a 3 day stopover at LHR between DEL and LAX.)
Bag wasn't there, though, and never did turn up. Eventually BA sent me a check. I believe it was most likely stolen at LHR since I had a long wait at immigration and got to the baggage claim long after bags had started coming off.
Bag wasn't there, though, and never did turn up. Eventually BA sent me a check. I believe it was most likely stolen at LHR since I had a long wait at immigration and got to the baggage claim long after bags had started coming off.
Jan 2, 2010, 10:02 am
#9
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I certainly understand your point. But for the 1000s of people associated with those 1000s of lost bags -- may of which contain significant portions of their lives -- the level of perceived priority and effort at finding those bags seems utterly pitiful. One person to deal with all of this? Unacceptable, particularly for their best customers. So, if someone were to have the gumption and fortitude to take matters into their own hands -- legally and politely, of course -- I say go for it. It's not our fault United lost the bag and then doesn't have the resources to handle it in an effective and efficient way -- maybe if the latter weren't the case, we wouldn't be put into this position... But that's moot, of course, because it is what it is, and I'm just trying to find a solution...
And would it make you feel any better if you thought UA would allow any of the other 1,000 lost bag owners to wander among the misconnected bags (unescorted or not). If you could get access, would you advocate allowing anyone??
Of course you want to try anything to recover your property but customer access is not a workable approach.
Of course you want to try anything to recover your property but customer access is not a workable approach.
Jan 2, 2010, 10:06 am
#10
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Correct. Filed a lost bag claim at our destination, and since then have been calling back and forth with the 1K baggage folks to follow up. The longer claim form is now in effect, post 72 hours (we're at 96). We're filling that out today. I am also sending a note to 1Kvoice today to see if I can, as you suggest, speak to someone else who may be able to help more directly and/or deal with expedited compensation. Appreciate the suggestions.
I'm fairly sure that you or Mr. u2vox filed a claim when arriving at your destination, then contacted the 1k baggage services to follow up, but if you didn't file a claim, file one. Then, be prepared for documentation/paperwork for the longer claim form (which I believe kicks in at the 5 day mark, someone can correct me if I'm wrong), as poster cordelli mentioned.
Another idea is to file a complaint with United through the feedback form and see if they will route you to someone who is willing to talk to you on the phone to help, and possibly help expedite with compensation. This worked for me once several years ago and to some extent more recently. Good luck!
Another idea is to file a complaint with United through the feedback form and see if they will route you to someone who is willing to talk to you on the phone to help, and possibly help expedite with compensation. This worked for me once several years ago and to some extent more recently. Good luck!
Jan 2, 2010, 10:06 am
#11
Join Date: Jul 2003
Location: SJC
Programs: Does it matter any more?
Posts: 2,149
Similar situation here. Flew BOS-ORD-SFO yesterday. Bag scanned at BOS. No record of scanning off at ORD. They are trying to locate the bag either at BOS or ORD. Filed a delayed bag claim at SFO on Arrival from ORD (via the bag kiosk).
That's the sum of about 5 calls. Looks like its 'sit-back-and-wait-time' for them to locate the bag first. And hope that the tag hasn't been ripped off.
In terms of next steps
1. I've called them to provide detailed description of the bag including identifiable items within.
2. We are itemizing what was in the bag (to the extent we remember) and valuing them.
3. This URL indicates that 72 hrs after the bag was lost, we can file a bag tracing claim form. If the each item in the bag is <100$ and the sum is in the 2000-3000 $ range, do they still need receipts? We don't have receipts for many of the items.
4. How do people account for the time spent in this nonsense of calling United repeatedly? What about the time spent shopping for replacements?
Anything else to do?
That's the sum of about 5 calls. Looks like its 'sit-back-and-wait-time' for them to locate the bag first. And hope that the tag hasn't been ripped off.
In terms of next steps
1. I've called them to provide detailed description of the bag including identifiable items within.
2. We are itemizing what was in the bag (to the extent we remember) and valuing them.
3. This URL indicates that 72 hrs after the bag was lost, we can file a bag tracing claim form. If the each item in the bag is <100$ and the sum is in the 2000-3000 $ range, do they still need receipts? We don't have receipts for many of the items.
4. How do people account for the time spent in this nonsense of calling United repeatedly? What about the time spent shopping for replacements?
Anything else to do?
Last edited by legionnaire; Jan 2, 2010 at 10:17 am
Jan 2, 2010, 10:45 am
#12
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Sounds pretty similar, though I'm four days into it. I'm dreading the response we get when we name many clothing items over $100 each w/o receipts (you can bet we'll be itemized each of four shoes separately!). Note that additional avenues to follow include homeowner's insurance and your credit card used to purchase the ticket. I used the MP Plat Visa, and from what I understand they will provide up to 3K in claims - though uncertain of the hoops to jump through at that point...
My wife bought some basic replacement clothing items yesterday and we'll be providing that receipt, along with any others accrued, to request compensation as well.
As for the time and hardship involved, probably the best you can hope for when all is said and done is some miles, upgrades or e-certs. Good luck in your search - I'm feeling your pain...
My wife bought some basic replacement clothing items yesterday and we'll be providing that receipt, along with any others accrued, to request compensation as well.
As for the time and hardship involved, probably the best you can hope for when all is said and done is some miles, upgrades or e-certs. Good luck in your search - I'm feeling your pain...
Similar situation here. Flew BOS-ORD-SFO yesterday. Bag scanned at BOS. No record of scanning off at ORD. They are trying to locate the bag either at BOS or ORD. Filed a delayed bag claim at SFO on Arrival from ORD (via the bag kiosk).
That's the sum of about 5 calls. Looks like its 'sit-back-and-wait-time' for them to locate the bag first. And hope that the tag hasn't been ripped off.
In terms of next steps
1. I've called them to provide detailed description of the bag including identifiable items within.
2. We are itemizing what was in the bag (to the extent we remember) and valuing them.
3. This URL indicates that 72 hrs after the bag was lost, we can file a bag tracing claim form. If the each item in the bag is <100$ and the sum is in the 2000-3000 $ range, do they still need receipts? We don't have receipts for many of the items.
4. How do people account for the time spent in this nonsense of calling United repeatedly? What about the time spent shopping for replacements?
Anything else to do?
That's the sum of about 5 calls. Looks like its 'sit-back-and-wait-time' for them to locate the bag first. And hope that the tag hasn't been ripped off.
In terms of next steps
1. I've called them to provide detailed description of the bag including identifiable items within.
2. We are itemizing what was in the bag (to the extent we remember) and valuing them.
3. This URL indicates that 72 hrs after the bag was lost, we can file a bag tracing claim form. If the each item in the bag is <100$ and the sum is in the 2000-3000 $ range, do they still need receipts? We don't have receipts for many of the items.
4. How do people account for the time spent in this nonsense of calling United repeatedly? What about the time spent shopping for replacements?
Anything else to do?
Jan 2, 2010, 11:13 am
#13
Join Date: Apr 2005
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Try patience.
While it sucks to have bags lost or delayed (and I have had both... including on inbound and outbound flights). Let the system take its course. If you are on the road, UA will reimburse you for some reasonable expenses.
1000 unclaimed/misrouted bags at ORD? Multiply that by 4 other hubs, and multiply that by each station that has to have a few 100 each.
I do NOT want to give UA a pass on losing or mis-routing the bag (and that can be resolved in the recovery/compensation process), however... it does happen. Especially during the busy holiday travel season.
FWIW, I had received some very reasonable compensation for the time UA lost my bag on an outbound flight.... I even still refer to a suit that UA paid for as my "United Suit"
While it sucks to have bags lost or delayed (and I have had both... including on inbound and outbound flights). Let the system take its course. If you are on the road, UA will reimburse you for some reasonable expenses.
1000 unclaimed/misrouted bags at ORD? Multiply that by 4 other hubs, and multiply that by each station that has to have a few 100 each.
I do NOT want to give UA a pass on losing or mis-routing the bag (and that can be resolved in the recovery/compensation process), however... it does happen. Especially during the busy holiday travel season.
FWIW, I had received some very reasonable compensation for the time UA lost my bag on an outbound flight.... I even still refer to a suit that UA paid for as my "United Suit"
Jan 2, 2010, 12:13 pm
#14
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Exercising patience as we speak. Unfortunately, many of my wife's nice daily work clothes were in that bag, so it's much harder for her, understandably.
Jan 2, 2010, 1:45 pm
#15
Join Date: Feb 2009
Location: Denver and Detroit
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Posts: 95
I'm sympathetic, because it has happened to me a couple of times. One time, the bag was never recovered. Scanned upon arrival at DEN, but it arrived several hours before me, and it appeared to have been stolen from the airport (don't get me started on why my bag rode nonstop Spokane-Denver when I was connecting through SEA). Bottom line, United was really quite good about compensating me for lost items, and they did it quickly too once I provided the list of items lost and applicable receipts (didn't need receipts for the less expensive items). I still wasn't happy to lose my favorite suit and a few gifts from friends in Seattle, but United stepped up to the plate when we realized the bag wasn't going to turn up. Good luck.
